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Director, Implementation ServicesUnited States

HashiCorp

Director, Implementation Services

United States

HashiCorp is a fast-growing start-up based in San Francisco that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We're writing software to take you all the way from yesterday to today, and then safely to tomorrow and beyond. Physical, virtual, containers. Private cloud, public cloud, hybrid cloud. IaaS, PaaS, SaaS. Windows, Linux, Mac. These are just some of the choices faced when architecting a datacenter of today. And the choice is not one or the other; instead, it is often a combination of many of these.

HashiCorp is seeking a Director to build and lead a new team within the Customer Success organization; Implementation Services. This team will lead new customer set ups, as well as manage existing client accounts. The Director, Implementation Services will work closely with the VP, WW Customer Success and Support and will play a critical role in defining the company's implementation methodology. The ideal candidate will have a successful background in project management with multiple simultaneous projects, be focused, outgoing, and professional with a technology background. The candidate will also be extremely organized, excellent with deadlines, and passionate about becoming a subject matter expert in the HashiCorp product suite.

Responsibilities:

Define, optimize and manage Enterprise customer Implementation
  • Supervise implementations for new and existing clients by serving as the main management point of contact for the client
  • Generate Statements of Work (SOW) for customer engagements
  • Define project scope, develop and manage project plans, determine necessary resources and establish project timelines
  • Meet regularly (on-site or zoom) with the client to determine service requirements and expectations for overall satisfaction
  • Communicate deliverables related to the implementation process to the client in a coherent, professional and timely matter. Ensure regular and timely communication with clients regarding product schedules and deliverables
  • Recognize inefficiencies within processes and offer creative solutions to overcome them
  • Work to mitigate client risks and internal risks through comprehensive understanding of all downstream impacts of project components
  • Work cross functionally to ensure smooth implementation, deadlines are met and a successful implementation for each customer
  • Work with the Enterprise Sales team to facilitate Selling and scheduling of engagements
  • Become the subject matter expert on HashiCorp products from a deployment point of view


Recruit, mentor, and inspire a world-class team
  • Build a pipeline of great candidates and future employees
  • Set expectations on performance and give feedback as needed
  • Set up training schedules and mentoring opportunities
  • Drive performance standards to ensure team is performing at consistently high levels


Drive alignment with Sales Organization
  • Align with Sales on implementation and up-sell strategy and focus on selling with a retention focus
  • Align with Sales Operations on SOW's and contracts
  • Outline Customer Success involvement during sales cycle, and where hand-off occurs


Own and manage key metrics for your team
  • Engagement productivity


Lead cross-functionally to drive customer success
  • Provide status and updates to VP, Customer Success
  • Gather feedback from other departments, including Sales, Support, Product, and others, to improve the overall customer experience
  • Continuous Process improvements - implementation methodology, delivery, CS tools, journey management


Responsibilities:
  • 15+ years of relevant experience in tracking, planning projects, working with large data sets and making data-driven analytical decisions
  • Experience in enterprise software release and support processes
  • Expertise in open source and SaaS is a major advantage
  • Experience and participation within the DevOps community
  • Proficiency with status gathering and reporting for a large customer base
  • Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environment
  • Inspirational leader who can motivate teams to achieve and exceed goals
  • Ability to provide expert guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes
  • Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
  • Proficiency and/or knowledge of existing HashiCorp tools such as Vagrant, Terraform, Consul, Nomad, Vault is a plus
  • Experience with implementing software products or solutions to large and dynamic enterprise companies
  • Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
  • Travel as needed - up to 35%


Education:
  • B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience


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